INDUSTRY FORUM PROGRESS UPDATE PRESENTATION PRESENTED BY: ALAN MORGAN 2008.04.23 Technical...
-
Upload
stella-oconnor -
Category
Documents
-
view
214 -
download
0
Transcript of INDUSTRY FORUM PROGRESS UPDATE PRESENTATION PRESENTED BY: ALAN MORGAN 2008.04.23 Technical...
Success Looks Like
• Robust customer interaction framework
• “Can do” working together culture
• Effective operating model
• Escalation process
• Transparent
• Work in progress publication
• Delivering soluions for our customers
• Customer satisfaction index - tracking
The Team
• What have we done• Re-aligned & balanced the team• Revised accountabilities• Customer specialist support• Pro-active & structured
Operating Model
• What have we done• Case management
• New standards• New processes• Disciplined & controlled• Transparent & accountable
Service Desk
• What are we doing• Challenging existing programe against “World Class”• Customer journey analysis• SLA including response & customer satisfaction index• Key Performance Indicators (KPI’s)• Team performance analysis• Monthly performance reports• Summary of results• Publication• Customer satisfaction results
Communications
• What are we doing• Complete review of existing framework• Pro-active support• Transparency & visibility of all related documents• Website design
• Dedicated to technical• Improved functionality• Comprehensive information• Desk to desk news bulletins• FAQ’s• Technical case management progress summary• Case solutions• Internal processes etc